Message From Consumer Affairs7/7/2015 - Case: CN-[redacted]Aloha Mr. [redacted],We’re sorry to hear about your baggage damage that occurred when traveling from Honolulu to Hilo on June 11. As a customer, you're our valued guest, so there’s...
never an acceptable excuse when you receive poor service.To resolve your issue, we have forwarded your case to our Central Baggage Services Department. If you would like to follow up on the status of your case, contact Central Baggage Services directly at [redacted] daily from 4:00 a.m. to 10:00 p.m. (Hawaii Standard Time), 7 days a week, including holidays.Thank you for allowing us the opportunity to respond to your concern. Sincerely,Keenan A[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted],On behalf of Hawaiian Airlines, we're sorry to hear about your charges for your First Class upgrades for your flights between Phoenix and Honolulu. As a customer, you are our valued guest and we never want our guests to feel mislead about the prices of our Bid Up First...
Class upgrades. In our Terms and Conditions here, it is stated that the amount bid is completely separate from, and additional to the amount paid for the original ticket purchased, in this case $843.50. Furthermore, the total amount paid will be disclosed to our guests prior to submitting any offer. We see that the bids placed were for $545 per person each way and were accepted. We're unable to refund the total upgrade cost at $2,180.00 as the bids were accepted, and the First Class seats were used and occupied. Mr. [redacted], I appreciate the time you took to write to us about this matter. Thank you for choosing Hawaiian Airlines.Sincerely,Matthew V[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because I feel as a consumer I should have been given clear explanations on how to use my my mileage miles and get the best possible deal and be given clear explanations. You can keep your $100 credit you are offering for I will no longer be doing future businesses with your airline.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
7/29/2016 - Case: CN-[redacted] - [redacted] RE: [redacted]/[redacted]/[redacted] Aloha Ms. [redacted], We have received a copy of your complaint to the Revdex.com, and a copy of this response will be sent to them as well. We see that you were originally scheduled to fly...
from Sacramento to Honolulu, then from Honolulu to Lihue. The routing for your tickets was as follows: [redacted] Because your Sacramento-Honolulu flight was cancelled due to mechanical issues, Hawaiian Airlines offered you several options: either a full refund of your flights or a flight departing from Oakland to Lihue the same day, with bus transportation provided from Sacramento to Oakland, or flight from San Jose with no bus transportation provided. According to our records, you elected to accept transportation to Oakland and then flew on Flight ** as follows.
[redacted]Flight ** arrived in Lihue at approximately 1:47 p.m. Your originally scheduled arrival time in Lihue on Flight [redacted] was 12 noon. Although we do not normally issue compensation for delays under six hours, as a courtesy for the inconvenience, you were issued eTravel Credits for $100 per person. We understand that you reached Lihue by taking one flight and a bus ride instead of two flights. However, when customers rebook their flights, the new itinerary is offered in lieu of the old itinerary. Flights are not exchanged on a per-flight basis. Based on the facts of your case, we consider our response to be fair and appropriate. Respectfully, we consider this matter closed. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Frank [redacted]
[redacted] - [redacted]re: [redacted]/[redacted], [redacted]/[redacted]Aloha Ms. [redacted],We received your complaint to the Revdex.com today.On behalf of Hawaiian Airlines, we're very sorry for any misunderstanding that you may have had with our reservations agent....
As a customer, you are our valued guest, so there's never an acceptable excuse when you receive poor service. Please know that we've shared your experience with our Reservations Manager for her review.We see that you purchased your tickets through our website. When purchasing tickets through our website, all customers must agree to the Terms and Conditions prior to completing the purchase.Although tickets are non-transferable, as a one-time goodwill gesture, we'll allow you to transfer Mr. [redacted]'s ticket to anyone of your choosing without any service fee. You'll be responsible for the $200 rebooking fee and any fare difference that may apply. When you're ready to change the name on your ticket and rebook your flights, please call our Reservations Department toll-free at [redacted] and refer to your electronic ticket numbers [redacted] ([redacted]) and for yourself [redacted]. You'll need to call no later than July 10, 2016 to re-schedule your flights. Please note that reservations may be booked up to 330 days in advance so you may travel as late as May 2017.We appreciate the opportunity to assist you with this matter and we thank you for choosing Hawaiian Airlines.Sincerely,Lawrence K[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs7/22/2015 - Case: CN-[redacted]re: [redacted]Aloha Ms. [redacted],We received your complaint to the Revdex.com today.Upon reviewing your mother's reservations (confirmation code...
[redacted]), we see that two tickets were purchased for her and Sauni Taulealea for travel from Honolulu to Lihue and from Lihue to Honolulu using a discounted employee pass. This purchase was made through our airline employee website ([redacted]) and must be made by the employee. Only Hawaiian Airlines employees have access to this website and are able to make purchases for these types of tickets. The same applies for requesting refunds. Our Accounting Department has confirmed that the refund of those tickets was requested through the [redacted] website and was also processed through the [redacted] website. We encourage you to contact the employee who purchased the tickets for your mother to discuss this matter and to clarify our policies. We appreciate your patience and understanding in this matter.Sincerely,Lawrence K[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: I appreciate the quick response to my complaint. However, I respectfully disagree with your stance. [redacted] is a 3rd party affiliate of your organization.[redacted] is the representation Hawaiian Airlines chose to use to schedule vacation packages for its customers. Hawaiian Airlines encourages customers to purchase vacation packages through [redacted] by way of being directed to them through HA’s website. Furthermore, I tried to work things out through [redacted] the first time, and that lead to over a collective four hours of being placed on hold in an attempt to avoid communication with me. If this is your final stance, I would like to speak with someone higher in the customer service leadership chain at Hawaiian Airlines. Again, thank you for your response.
Sincerely,
[redacted]
Aloha Mr. [redacted],Below is our response to Ms. [redacted].Aloha Ms. [redacted],
We're sorry to hear about your experience checking in for
your flight at the Honolulu Airport. As a customer, you are our valued guest,
so we want to do all we can to give you the best possible...
service.
Because so much of the travel experience, such as security checkpoints and
traffic, is outside your control and ours, you must include ample time in your
travel schedule. We recommend that guests arrive at the airport 2 hours
and 30 minutes prior to departure for North American flights. Guests must be
checked in and issued a boarding pass no later than 45 minutes prior to
scheduled departure.
Your reservation shows that you attempted to check in your bag at 2:10 pm for
your 2:40 pm flight. Unfortunately, we weren't able to continue the
check-in process as the minimum check-in time requirements weren't met.
To ensure on-time departure, guests arriving at the boarding gate less than 30
minutes prior to departure may be denied boarding and
re-ticketed on a later flight. For detailed information, visit
the Airport Check-in Time page at our
website.
We understand you requested to be confirmed for the next available flight. This
is possible with a $200 change fee and any fare difference will be collected.
As a goodwill gesture, the airport staff offered to waive the $200 change fee.
However, you declined to pay the fare difference and were placed on the standby
list for the next flight. Our records show you requested to be removed from the
standby list and your bag was returned back to you. We show you advised the
airport staff that you would be traveling on another carrier.
While we must adhere to check-in rules, we expect our staff to treat all
of our guests with aloha and courtesy. Experiences such as yours are taken very
seriously, and we have shared your comments with our Managers at the Honolulu Airport
and Reservations Department.
Although they're non-refundable, as a goodwill gesture, we have refunded your
unused Extra Comfort seat fee and baggage fee to the credit card ending in
2038. These transactions should be reflected on the next statement or the one
thereafter.
As a courtesy, we will also waive $100 off of your $200 change fee. You will be
responsible for the remaining $100 and any applicable fare difference.
When you are ready to rebook your flight, please contact our Reservations
Department at 1-800-367-5320 and refer to your electronic ticket
number, 1737595647579.
Your ticket will remain valid for rebooking until May 6, 2016, at which
point it will expire from our system. We recommend calling as soon as you know
your new travel date.
You may choose travel dates up to 330 days later than the day you call to
rebook your flight. For example, if you call on October 10, 2015, you
may select flights up to September 4, 2016.
Ms. [redacted] for taking the time to let us know about your experience.Sincerely,[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs1/11/2017 - Case: [redacted]Jolene W* - [redacted][email protected]: [redacted]Aloha Ms. W*,We’re sorry to learn about your unpleasant experience with Hawaiian Airlines. As a customer, you are our valued guest. We understand that you were affected by several...
delays by Hawaiian Airlines and our codeshare partners, and we take that very seriously. We will be working hard to ensure we do a better job of reaccommodating our guests in the future.As a courtesy for the inconvenience, we are issuing you eTravel Credits for $350 per person, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder.Thank you for taking the time to let us know about your experience.Sincerely,Matthew L[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],Thank you for your most recent comments about your credit card and refund.Our Refunds Department processed the refunds for Ms. [redacted]'s tickets on August 3, 2016, less the respective fees, to the credit card ending in [redacted]. As mentioned, we can only process the refund to the original credit card that was used to buy her tickets. If a new card has a replaced a card within the account, the refund will usually go to the new card.We realize that you are concerned about your refund, and we have asked that a representative from [redacted] contact you. We ask for your patience as you await their call.A hardcopy letter with this information has also been mailed to your [redacted] address and should be arriving within a few days.Ms. [redacted], thank you for choosing Hawaiian [redacted] and for the opportunity to assist you.Sincerely,Ron A[redacted] Resolution CoordinatorHawaiian [redacted], Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because:Hawaiian states following:'The Sydney Airport documented that you were denied check-in for behavior reasons upon check-in. Please understand that we will not allow someone to board our aircraft if they could be disruptive to themselves and/or to other customers, and also may cause a safety and security incident on board the aircraft.'This statement is so brazen based on the fact how Hawaiian behaved, that I think that Hawaiian deserves to be sued.I contacted Sydney Airport and they stated following in their email: > The 'Sydney Airport Agents' that Hawaiian Airlines is referring to is> actually the ground staff hired by the airline to provide the check-in> facilitation, not Sydney Airport staff members. We, Sydney Airport,> have reviewed the situation and have no record of this situation.I called security as I felt delivered to two Hawaiian agents who mistreatedme. When security came and I calmly explained the situation they advisedme to complain to senior management after return. Hawaiian Airlines did several mistakes and they are all visible from the email correspondence. They had 24 days to correct mistakes and to help me but they missed every opportunity.In their email they state following:'We understand that Sydney Airport agents were not aware of the reservation issues you were having, until they pulled up your reservation. At that point they were trying to assist you as best as possible. However, it is documented that you left the counters before you could be advised of your options for your return portion of your travels.'When I wanted to check in online on 23rd and was not able to do so, I immediately sent email to Hawaiian. My email was not even acknowledged. I rescheduled my shuttle to be able to come earlier to the airport. And went directly tothose same agents to tell them that I have problems with reservation ([redacted]). But you state here that they were not aware of problems with the reservation. How couldnot they be aware? When they tried to assist it was already too late, I was the last person there as they constantly sent me at the end of the line.When they noticed that I would not be able to board they invented the whole story about me being agitated. What else could they have told to coverfor their mistake. Hawaiian did absolutely everything in the process to frustrate me.They behaved as if my coming homedepended solely on them. As if there are no other companies that can dothe same. But most concerning fact is that I was able to buy extra seat at 9:55 AMon 09/23 but when I afterwards wanted to check in online, there was noticket assigned for the same seat. Hawaiian database is broken and they didnot do any effort to fix it. Database can't be broken just for one customer,but for all in similar situation. It works fine to the point of taking money from the customers but when they want to pull ticket then it stops working.Hawaiian states that there was no claim filed with [redacted], but I did file the claim meanwhile. I was so exhausted and stressed that I went sick and spentlast week recuperating.I traveled extensively and could never dreamed that something similar couldhave happened to anyone in this world. I don't have words to express how mistreated I felt.Hawaiian stated: ' However, it is documented that you left the counters before you could be advised of your options for your return portion of your travels.'I found on my cell phone following message sent on 25th left by their agent'that I agreed to travel with them and to call them and confirm'.I don't have any comment here. It is a lot of miscommunication and non coordinationin Hawaiian Airlines and with their broken online database and operations, this causesa lot of confusion. Customers quite easily can feel mistreated as in my case.But this everything would not have happened if the two agents at Sydney airport had checked my recordafter my arrival there. However they let me wait in one line, then closed the counter just when it was myturn, then rejected to check me in on the next counter but assigned me back to the end of the line.And when I came as almost last person they realized that it is too late and they did not have ticketsfor me. Instead of apologizing and admitting mistake they continue to abuse me.Honestly there is no money that can pay for such a huge trauma I experienced at Sydney airport. But Idefinitely expect travel insurer to pay for the extra cost incurred. Regarding Revdex.com I would suggest that they review your not answering emails, broken database that is notfixed for 24 days and your business practice. There are some reviews on [redacted] that tell me I am not theonly customer with similar experience.Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Mr. [redacted]Aloha Mr. [redacted],We’re sorry to hear about your baggage issue. As a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.Our Central Baggage Services Department is handling your claim....
If you would like to follow up on the status of your case, contact Central Baggage Services directly at [redacted] daily from 4:00 a.m. to 10:00 p.m. (Hawaii Standard Time), 7 days a week, including holidays.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs10/12/2016 - Case: CN-[redacted] - [redacted]RE: [redacted], [redacted]Aloha Mr. [redacted],Thank you for reaching out to us about your Extra Comfort seats. We understand that you had a difficult time contacting us, and we appreciate your...
patience. We want you to know that we take it very seriously whenever our guests do not receive a service they have paid for. Though we do not yet know the root cause, we do see that your pre-reserved Extra Comfort seats, 14H and 14J, were erroneously reassigned on the day of departure. On behalf of Hawaiian Airlines, we apologize for the inconvenience and frustration this caused you. Our IT team has been instructed to investigate in order to avoid situations like this in the future. Naturally, we are refunding the upgrade fee for the seats you did not receive. A total of $270 will be refunded to the card ending in 3851. This transaction should appear on your next statement or the one thereafter. We also realize that our agent at [redacted] should have handled the situation better. As a customer, you are our valued guest, so there's never a good excuse for rude or unfriendly service. Although we are unable to refund your tickets, we are issuing you two eTravel Credits for $150 per person, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder. Thank you for choosing Hawaiian Airlines, and for bringing this matter to our attention.Sincerely,[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 12/27/2016 - Case: [redacted] Gerald M[redacted] - [redacted].comRE: M[redacted]/Gerald/Diane Aloha Mr. M[redacted], We have received a copy of your complaint to the Revdex.com, and we're sorry to hear you are disappointed with our Fare Rules.Although your...
tickets are non-refundable and expired in June 2016, as a courtesy, we are issuing eTravel Credits for half their value, or $267 per person, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder. Thank you for choosing Hawaiian Airlines. At their request, a copy of this response will be filed with the Revdex.com. Sincerely, Matthew L[redacted]
Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs3/18/2016 - Case: CN-[redacted] - [redacted]RE: [redacted], [redacted]Aloha Ms. [redacted],We're sorry to hear that your honeymoon did not go as planned. Our records show that we refunded your flights between Honolulu, Papeete, and Bora Bora. We...
also see that you elected to travel on your original flights from Oakland to Honolulu and from Honolulu to Oakland.The total value of your original tickets was $3411. This represents the value of the Oakland-to-Honolulu and Honolulu-to-Oakland flights ($1196.96), plus the value of your Honolulu-Papeete-Bora Bora flights ($2214.04). This latter amount was refunded to a card ending in [redacted] on May 29, 2015.We apologize for any misinformation you received regarding a credit. If you did not receive your refund, please contact your travel agent and/or bank for additional assistance. If they have questions they may contact us and refer to case number CN-[redacted]. Thank you for taking the time to contact us.Sincerely,Matthew [redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
[redacted] - [redacted]RE: [redacted]Aloha Ms. [redacted],We’re sorry to learn that you had an unpleasant experience with a Hawaiian Airlines reservations agent when making changes to your travel plans. As a customer, you are our valued guest, so there’s never an...
acceptable excuse when you receive poor service.We see that today, October 5, 2015 you rebooked your flight. We see that as a courtesy our Reservations Department waived $100 per person of your change fees and you paid the remaining $100 change fee per person and fare difference. As an additional courtesy, we are refunding the $100 per person change fee ($200 total) to the credit card ending in [redacted]. These transactions should be reflected on your next statement or the one thereafter. We are unable to refund the fare difference. Please know that we understand your frustration and have forwarded your e-mail to the Manager of our Reservations Department for her review. We will continue to coach our employees to provide the high-quality, friendly service you should have received.For additional information about our fare rules, please visit our website. Thank you for taking the time to let us know about your experience.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: The cost of the seats were $80 a piece. I just went on your website to book the same flight and the Extra Comfort seats is the same price we paid - $80 a seat. I looked at a number of flights - all of them are $80 a seat. Why are you only refunding me $75 a seat when I paid $80 and had to be so inconvenienced? Are you charging me an inconvenience fee?Thank you for the offer for the 1,000 miles however we will not be flying with Hawaiian Airlines after all the issues we had with our last flight. Between getting kicked out of seats we paid for, not getting our refund and the issue with the flight attendant we are pretty much done with your airline. We even cancelled our Hawaiian Airlines credit card.Please advise why you are only refunding $75 a seat when we paid $80 a seat. You owe us $160, not $150.I'd like to know why.Thank you.[redacted]
Sincerely,
[redacted] G[redacted]
Message From Consumer Affairs7/7/2015 - Case: CN-[redacted]Aloha Mr. [redacted],We’re sorry to hear about your baggage damage that occurred when traveling from Honolulu to Hilo on June 11. As a customer, you're our valued guest, so there’s...
never an acceptable excuse when you receive poor service.To resolve your issue, we have forwarded your case to our Central Baggage Services Department. If you would like to follow up on the status of your case, contact Central Baggage Services directly at [redacted] daily from 4:00 a.m. to 10:00 p.m. (Hawaii Standard Time), 7 days a week, including holidays.Thank you for allowing us the opportunity to respond to your concern. Sincerely,Keenan A[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted],On behalf of Hawaiian Airlines, we're sorry to hear about your charges for your First Class upgrades for your flights between Phoenix and Honolulu. As a customer, you are our valued guest and we never want our guests to feel mislead about the prices of our Bid Up First...
Class upgrades. In our Terms and Conditions here, it is stated that the amount bid is completely separate from, and additional to the amount paid for the original ticket purchased, in this case $843.50. Furthermore, the total amount paid will be disclosed to our guests prior to submitting any offer. We see that the bids placed were for $545 per person each way and were accepted. We're unable to refund the total upgrade cost at $2,180.00 as the bids were accepted, and the First Class seats were used and occupied. Mr. [redacted], I appreciate the time you took to write to us about this matter. Thank you for choosing Hawaiian Airlines.Sincerely,Matthew V[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because I feel as a consumer I should have been given clear explanations on how to use my my mileage miles and get the best possible deal and be given clear explanations. You can keep your $100 credit you are offering for I will no longer be doing future businesses with your airline.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
7/29/2016 - Case: CN-[redacted] - [redacted] RE: [redacted]/[redacted]/[redacted] Aloha Ms. [redacted], We have received a copy of your complaint to the Revdex.com, and a copy of this response will be sent to them as well. We see that you were originally scheduled to fly...
from Sacramento to Honolulu, then from Honolulu to Lihue. The routing for your tickets was as follows: [redacted] Because your Sacramento-Honolulu flight was cancelled due to mechanical issues, Hawaiian Airlines offered you several options: either a full refund of your flights or a flight departing from Oakland to Lihue the same day, with bus transportation provided from Sacramento to Oakland, or flight from San Jose with no bus transportation provided. According to our records, you elected to accept transportation to Oakland and then flew on Flight ** as follows.
[redacted]Flight ** arrived in Lihue at approximately 1:47 p.m. Your originally scheduled arrival time in Lihue on Flight [redacted] was 12 noon. Although we do not normally issue compensation for delays under six hours, as a courtesy for the inconvenience, you were issued eTravel Credits for $100 per person. We understand that you reached Lihue by taking one flight and a bus ride instead of two flights. However, when customers rebook their flights, the new itinerary is offered in lieu of the old itinerary. Flights are not exchanged on a per-flight basis. Based on the facts of your case, we consider our response to be fair and appropriate. Respectfully, we consider this matter closed. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Frank [redacted]
[redacted] - [redacted]re: [redacted]/[redacted], [redacted]/[redacted]Aloha Ms. [redacted],We received your complaint to the Revdex.com today.On behalf of Hawaiian Airlines, we're very sorry for any misunderstanding that you may have had with our reservations agent....
As a customer, you are our valued guest, so there's never an acceptable excuse when you receive poor service. Please know that we've shared your experience with our Reservations Manager for her review.We see that you purchased your tickets through our website. When purchasing tickets through our website, all customers must agree to the Terms and Conditions prior to completing the purchase.Although tickets are non-transferable, as a one-time goodwill gesture, we'll allow you to transfer Mr. [redacted]'s ticket to anyone of your choosing without any service fee. You'll be responsible for the $200 rebooking fee and any fare difference that may apply. When you're ready to change the name on your ticket and rebook your flights, please call our Reservations Department toll-free at [redacted] and refer to your electronic ticket numbers [redacted] ([redacted]) and for yourself [redacted]. You'll need to call no later than July 10, 2016 to re-schedule your flights. Please note that reservations may be booked up to 330 days in advance so you may travel as late as May 2017.We appreciate the opportunity to assist you with this matter and we thank you for choosing Hawaiian Airlines.Sincerely,Lawrence K[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs7/22/2015 - Case: CN-[redacted]re: [redacted]Aloha Ms. [redacted],We received your complaint to the Revdex.com today.Upon reviewing your mother's reservations (confirmation code...
[redacted]), we see that two tickets were purchased for her and Sauni Taulealea for travel from Honolulu to Lihue and from Lihue to Honolulu using a discounted employee pass. This purchase was made through our airline employee website ([redacted]) and must be made by the employee. Only Hawaiian Airlines employees have access to this website and are able to make purchases for these types of tickets. The same applies for requesting refunds. Our Accounting Department has confirmed that the refund of those tickets was requested through the [redacted] website and was also processed through the [redacted] website. We encourage you to contact the employee who purchased the tickets for your mother to discuss this matter and to clarify our policies. We appreciate your patience and understanding in this matter.Sincerely,Lawrence K[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: I appreciate the quick response to my complaint. However, I respectfully disagree with your stance. [redacted] is a 3rd party affiliate of your organization.[redacted] is the representation Hawaiian Airlines chose to use to schedule vacation packages for its customers. Hawaiian Airlines encourages customers to purchase vacation packages through [redacted] by way of being directed to them through HA’s website. Furthermore, I tried to work things out through [redacted] the first time, and that lead to over a collective four hours of being placed on hold in an attempt to avoid communication with me. If this is your final stance, I would like to speak with someone higher in the customer service leadership chain at Hawaiian Airlines. Again, thank you for your response.
Sincerely,
[redacted]
Aloha Mr. [redacted],Below is our response to Ms. [redacted].Aloha Ms. [redacted],
We're sorry to hear about your experience checking in for
your flight at the Honolulu Airport. As a customer, you are our valued guest,
so we want to do all we can to give you the best possible...
service.
Because so much of the travel experience, such as security checkpoints and
traffic, is outside your control and ours, you must include ample time in your
travel schedule. We recommend that guests arrive at the airport 2 hours
and 30 minutes prior to departure for North American flights. Guests must be
checked in and issued a boarding pass no later than 45 minutes prior to
scheduled departure.
Your reservation shows that you attempted to check in your bag at 2:10 pm for
your 2:40 pm flight. Unfortunately, we weren't able to continue the
check-in process as the minimum check-in time requirements weren't met.
To ensure on-time departure, guests arriving at the boarding gate less than 30
minutes prior to departure may be denied boarding and
re-ticketed on a later flight. For detailed information, visit
the Airport Check-in Time page at our
website.
We understand you requested to be confirmed for the next available flight. This
is possible with a $200 change fee and any fare difference will be collected.
As a goodwill gesture, the airport staff offered to waive the $200 change fee.
However, you declined to pay the fare difference and were placed on the standby
list for the next flight. Our records show you requested to be removed from the
standby list and your bag was returned back to you. We show you advised the
airport staff that you would be traveling on another carrier.
While we must adhere to check-in rules, we expect our staff to treat all
of our guests with aloha and courtesy. Experiences such as yours are taken very
seriously, and we have shared your comments with our Managers at the Honolulu Airport
and Reservations Department.
Although they're non-refundable, as a goodwill gesture, we have refunded your
unused Extra Comfort seat fee and baggage fee to the credit card ending in
2038. These transactions should be reflected on the next statement or the one
thereafter.
As a courtesy, we will also waive $100 off of your $200 change fee. You will be
responsible for the remaining $100 and any applicable fare difference.
When you are ready to rebook your flight, please contact our Reservations
Department at 1-800-367-5320 and refer to your electronic ticket
number, 1737595647579.
Your ticket will remain valid for rebooking until May 6, 2016, at which
point it will expire from our system. We recommend calling as soon as you know
your new travel date.
You may choose travel dates up to 330 days later than the day you call to
rebook your flight. For example, if you call on October 10, 2015, you
may select flights up to September 4, 2016.
Ms. [redacted] for taking the time to let us know about your experience.Sincerely,[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs1/11/2017 - Case: [redacted]Jolene W* - [redacted][email protected]: [redacted]Aloha Ms. W*,We’re sorry to learn about your unpleasant experience with Hawaiian Airlines. As a customer, you are our valued guest. We understand that you were affected by several...
delays by Hawaiian Airlines and our codeshare partners, and we take that very seriously. We will be working hard to ensure we do a better job of reaccommodating our guests in the future.As a courtesy for the inconvenience, we are issuing you eTravel Credits for $350 per person, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder.Thank you for taking the time to let us know about your experience.Sincerely,Matthew L[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],Thank you for your most recent comments about your credit card and refund.Our Refunds Department processed the refunds for Ms. [redacted]'s tickets on August 3, 2016, less the respective fees, to the credit card ending in [redacted]. As mentioned, we can only process the refund to the original credit card that was used to buy her tickets. If a new card has a replaced a card within the account, the refund will usually go to the new card.We realize that you are concerned about your refund, and we have asked that a representative from [redacted] contact you. We ask for your patience as you await their call.A hardcopy letter with this information has also been mailed to your [redacted] address and should be arriving within a few days.Ms. [redacted], thank you for choosing Hawaiian [redacted] and for the opportunity to assist you.Sincerely,Ron A[redacted] Resolution CoordinatorHawaiian [redacted], Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because:Hawaiian states following:'The Sydney Airport documented that you were denied check-in for behavior reasons upon check-in. Please understand that we will not allow someone to board our aircraft if they could be disruptive to themselves and/or to other customers, and also may cause a safety and security incident on board the aircraft.'This statement is so brazen based on the fact how Hawaiian behaved, that I think that Hawaiian deserves to be sued.I contacted Sydney Airport and they stated following in their email: > The 'Sydney Airport Agents' that Hawaiian Airlines is referring to is> actually the ground staff hired by the airline to provide the check-in> facilitation, not Sydney Airport staff members. We, Sydney Airport,> have reviewed the situation and have no record of this situation.I called security as I felt delivered to two Hawaiian agents who mistreatedme. When security came and I calmly explained the situation they advisedme to complain to senior management after return. Hawaiian Airlines did several mistakes and they are all visible from the email correspondence. They had 24 days to correct mistakes and to help me but they missed every opportunity.In their email they state following:'We understand that Sydney Airport agents were not aware of the reservation issues you were having, until they pulled up your reservation. At that point they were trying to assist you as best as possible. However, it is documented that you left the counters before you could be advised of your options for your return portion of your travels.'When I wanted to check in online on 23rd and was not able to do so, I immediately sent email to Hawaiian. My email was not even acknowledged. I rescheduled my shuttle to be able to come earlier to the airport. And went directly tothose same agents to tell them that I have problems with reservation ([redacted]). But you state here that they were not aware of problems with the reservation. How couldnot they be aware? When they tried to assist it was already too late, I was the last person there as they constantly sent me at the end of the line.When they noticed that I would not be able to board they invented the whole story about me being agitated. What else could they have told to coverfor their mistake. Hawaiian did absolutely everything in the process to frustrate me.They behaved as if my coming homedepended solely on them. As if there are no other companies that can dothe same. But most concerning fact is that I was able to buy extra seat at 9:55 AMon 09/23 but when I afterwards wanted to check in online, there was noticket assigned for the same seat. Hawaiian database is broken and they didnot do any effort to fix it. Database can't be broken just for one customer,but for all in similar situation. It works fine to the point of taking money from the customers but when they want to pull ticket then it stops working.Hawaiian states that there was no claim filed with [redacted], but I did file the claim meanwhile. I was so exhausted and stressed that I went sick and spentlast week recuperating.I traveled extensively and could never dreamed that something similar couldhave happened to anyone in this world. I don't have words to express how mistreated I felt.Hawaiian stated: ' However, it is documented that you left the counters before you could be advised of your options for your return portion of your travels.'I found on my cell phone following message sent on 25th left by their agent'that I agreed to travel with them and to call them and confirm'.I don't have any comment here. It is a lot of miscommunication and non coordinationin Hawaiian Airlines and with their broken online database and operations, this causesa lot of confusion. Customers quite easily can feel mistreated as in my case.But this everything would not have happened if the two agents at Sydney airport had checked my recordafter my arrival there. However they let me wait in one line, then closed the counter just when it was myturn, then rejected to check me in on the next counter but assigned me back to the end of the line.And when I came as almost last person they realized that it is too late and they did not have ticketsfor me. Instead of apologizing and admitting mistake they continue to abuse me.Honestly there is no money that can pay for such a huge trauma I experienced at Sydney airport. But Idefinitely expect travel insurer to pay for the extra cost incurred. Regarding Revdex.com I would suggest that they review your not answering emails, broken database that is notfixed for 24 days and your business practice. There are some reviews on [redacted] that tell me I am not theonly customer with similar experience.Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Mr. [redacted]Aloha Mr. [redacted],We’re sorry to hear about your baggage issue. As a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.Our Central Baggage Services Department is handling your claim....
If you would like to follow up on the status of your case, contact Central Baggage Services directly at [redacted] daily from 4:00 a.m. to 10:00 p.m. (Hawaii Standard Time), 7 days a week, including holidays.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs10/12/2016 - Case: CN-[redacted] - [redacted]RE: [redacted], [redacted]Aloha Mr. [redacted],Thank you for reaching out to us about your Extra Comfort seats. We understand that you had a difficult time contacting us, and we appreciate your...
patience. We want you to know that we take it very seriously whenever our guests do not receive a service they have paid for. Though we do not yet know the root cause, we do see that your pre-reserved Extra Comfort seats, 14H and 14J, were erroneously reassigned on the day of departure. On behalf of Hawaiian Airlines, we apologize for the inconvenience and frustration this caused you. Our IT team has been instructed to investigate in order to avoid situations like this in the future. Naturally, we are refunding the upgrade fee for the seats you did not receive. A total of $270 will be refunded to the card ending in 3851. This transaction should appear on your next statement or the one thereafter. We also realize that our agent at [redacted] should have handled the situation better. As a customer, you are our valued guest, so there's never a good excuse for rude or unfriendly service. Although we are unable to refund your tickets, we are issuing you two eTravel Credits for $150 per person, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder. Thank you for choosing Hawaiian Airlines, and for bringing this matter to our attention.Sincerely,[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 12/27/2016 - Case: [redacted] Gerald M[redacted] - [redacted].comRE: M[redacted]/Gerald/Diane Aloha Mr. M[redacted], We have received a copy of your complaint to the Revdex.com, and we're sorry to hear you are disappointed with our Fare Rules.Although your...
tickets are non-refundable and expired in June 2016, as a courtesy, we are issuing eTravel Credits for half their value, or $267 per person, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder. Thank you for choosing Hawaiian Airlines. At their request, a copy of this response will be filed with the Revdex.com. Sincerely, Matthew L[redacted]
Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs3/18/2016 - Case: CN-[redacted] - [redacted]RE: [redacted], [redacted]Aloha Ms. [redacted],We're sorry to hear that your honeymoon did not go as planned. Our records show that we refunded your flights between Honolulu, Papeete, and Bora Bora. We...
also see that you elected to travel on your original flights from Oakland to Honolulu and from Honolulu to Oakland.The total value of your original tickets was $3411. This represents the value of the Oakland-to-Honolulu and Honolulu-to-Oakland flights ($1196.96), plus the value of your Honolulu-Papeete-Bora Bora flights ($2214.04). This latter amount was refunded to a card ending in [redacted] on May 29, 2015.We apologize for any misinformation you received regarding a credit. If you did not receive your refund, please contact your travel agent and/or bank for additional assistance. If they have questions they may contact us and refer to case number CN-[redacted]. Thank you for taking the time to contact us.Sincerely,Matthew [redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
[redacted] - [redacted]RE: [redacted]Aloha Ms. [redacted],We’re sorry to learn that you had an unpleasant experience with a Hawaiian Airlines reservations agent when making changes to your travel plans. As a customer, you are our valued guest, so there’s never an...
acceptable excuse when you receive poor service.We see that today, October 5, 2015 you rebooked your flight. We see that as a courtesy our Reservations Department waived $100 per person of your change fees and you paid the remaining $100 change fee per person and fare difference. As an additional courtesy, we are refunding the $100 per person change fee ($200 total) to the credit card ending in [redacted]. These transactions should be reflected on your next statement or the one thereafter. We are unable to refund the fare difference. Please know that we understand your frustration and have forwarded your e-mail to the Manager of our Reservations Department for her review. We will continue to coach our employees to provide the high-quality, friendly service you should have received.For additional information about our fare rules, please visit our website. Thank you for taking the time to let us know about your experience.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: The cost of the seats were $80 a piece. I just went on your website to book the same flight and the Extra Comfort seats is the same price we paid - $80 a seat. I looked at a number of flights - all of them are $80 a seat. Why are you only refunding me $75 a seat when I paid $80 and had to be so inconvenienced? Are you charging me an inconvenience fee?Thank you for the offer for the 1,000 miles however we will not be flying with Hawaiian Airlines after all the issues we had with our last flight. Between getting kicked out of seats we paid for, not getting our refund and the issue with the flight attendant we are pretty much done with your airline. We even cancelled our Hawaiian Airlines credit card.Please advise why you are only refunding $75 a seat when we paid $80 a seat. You owe us $160, not $150.I'd like to know why.Thank you.[redacted]
Sincerely,
[redacted] G[redacted]